At a Glance
- Tasks: Deliver outstanding customer service and support tenants with care and professionalism.
- Company: Join the award-winning Cheltenham Borough Council, committed to community improvement.
- Benefits: Enjoy flexible working, generous holidays, and a great pension scheme.
- Other info: Be part of a friendly team with excellent career growth opportunities.
- Why this job: Make a real difference in your community while developing your skills.
- Qualifications: GCSEs in Maths and English, strong communication, and customer care skills.
The predicted salary is between 26824 - 28142 £ per year.
Are you passionate about delivering outstanding customer service and making a real difference in your community? If so, join us at Cheltenham Borough Council as a Customer Service Officer, where you'll be at the heart of our housing services - supporting tenants, residents, and stakeholders with care, compassion, and professionalism.
Location: Hesters Way Community Resource Centre, GL51 7SU
Job Type: Full Time, Permanent
Salary: £26,824 to £28,142 per annum
Closing Date: 25th January 2026
Come and work for an award-winning organisation! We are an ambitious and forward-thinking council. We are committed to making Cheltenham a better place to live and work, enabling communities and businesses to thrive whilst protecting what is good about our town. We aim to be an employer of choice where everyone is treated fairly and feels valued and respected. We aim to provide a stimulating and rewarding working environment that encourages our people to work together, provides opportunities for them to reach their full potential and achieve a healthy work/life balance. Working at Cheltenham Borough Council means working as part of a committed, professional, and friendly team.
Customer Service Officer - The Role:
As a Customer Service Officer, you'll be the first point of contact for a wide range of enquiries across housing services. Whether you're resolving an issue over the phone, responding to emails, or helping a resident via our online portal, you'll play a key role in delivering a seamless, respectful and high-quality service to everyone who reaches out to us. Working closely with our friendly and supportive Customer Services Team, you'll ensure that every interaction - no matter how complex - is handled with efficiency, empathy, and a focus on first-time resolution.
Key Responsibilities:
- To provide a service that, wherever possible, aims to deal with customer's queries at first point of contact ensuring that a high-quality of service is always delivered.
- To process requests and queries from various sources/parties (for example from tenants, tenant representatives, colleagues) by telephone, email, or customer portal.
- To comply with any relevant legislation, GDPR and CBC's customer safeguarding responsibilities.
You:
- GCSEs (5 A-Cs or equivalent, including Maths and English).
- Ability to provide a high level of customer care and to demonstrate excellent organisation and communication skills (both oral and written).
- Ability to work within a team and with minimum levels of supervision.
- Ability to communicate effectively with colleagues and customers at all levels.
- Knowledge of computerised systems including Microsoft Outlook, Word, Excel and PowerPoint and high level of keyboard skills.
- Experience with CRM systems and maintaining computerised customer records.
- Ability to prioritise workload and respond to levels of demand for contact in real time to enable service targets to be met.
Benefits:
- An excellent pension scheme. You will be eligible to join the Local Government Pension Scheme (LGPS).
- A generous holiday entitlement of 26 days (pro rata) rising to 31 days (pro rata) after five years (excluding Bank Holidays).
- A flexible and agile working environment. We aim to provide opportunities to work from home or elsewhere and offer flexibility in working hours.
- A comprehensive programme of learning and development.
- Two days (pro rata) paid time off for volunteering.
- Enhanced maternity and paternity schemes.
- Access to free counselling services.
- Upon successful completion of your probation period, you will then have access to our Healthcare Cashback Plan.
- A cycle to work scheme.
- Low-cost town centre parking.
- A commitment to employee wellbeing.
To submit your application for this exciting Customer Service Officer opportunity, please click on ‘Apply' now! Please note that this job advert may close early if we receive a high volume of suitable applications. Previous applicants need not apply.
Customer Service Officer in Cheltenham employer: Cheltenham Borough Council
Join Cheltenham Borough Council as a Customer Service Officer and be part of an award-winning organisation dedicated to enhancing community life. With a strong commitment to employee wellbeing, we offer a flexible working environment, generous holiday entitlement, and comprehensive development opportunities, ensuring that you can thrive both personally and professionally while making a meaningful impact in your community.
Contact Details:
Cheltenham Borough Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Officer in Cheltenham
✨Tip Number 1
Get to know the company! Research Cheltenham Borough Council and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Think of scenarios you might face as a Customer Service Officer and role-play how you'd handle them. This will boost your confidence and prepare you for those tricky questions during the interview.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights about the work culture and even tips on the interview process. Plus, it shows you're proactive and keen to learn more about the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our award-winning team at Cheltenham Borough Council. Don’t miss out!
We think you need these skills to ace Customer Service Officer in Cheltenham
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer service shine through! We want to see how much you care about making a difference in the community and supporting residents.
Tailor Your CV:Make sure your CV highlights relevant experience and skills that match the job description. We love seeing how your background aligns with our values and the role of a Customer Service Officer.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your communication is easy to read and understand, showcasing your organisational skills.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure we receive your details directly and can consider you for this fantastic opportunity.
How to prepare for a job interview at Cheltenham Borough Council
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Service Officer. Familiarise yourself with the key responsibilities and think about how your skills align with them. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Empathy
Since this role involves supporting tenants and residents, be prepared to discuss examples where you've demonstrated empathy and care in customer service situations. Think of specific instances where you resolved issues with compassion and professionalism, as this will resonate well with the interviewers.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to the questions being asked and responding thoughtfully. It shows that you value communication and are ready to engage with customers effectively, which is crucial for a Customer Service Officer.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the team dynamics, training opportunities, or the council's approach to community engagement. This not only shows your interest but also helps you determine if the role is the right fit for you.
